Customer service and support employees commonly referred to as representatives and managers, support towing service and other businesses to ensure customers have a positive experience with a brand. They do this by answering customer inquiries, resolving problems, and addressing concerns so that customers can continue doing business with you. Let’s us have a deeper understanding of what these people do and the task they are mandated with on their desk.
Customer service and support managers
Customer service and support managers lead, coach, and train representatives. They provide their reps with goals and feedback to help them improve on their services and the support they provide their customers. They can step in and assist a representative in any given situation on a challenge they are facing with a customer. Managers also communicate with their representatives to ensure all expectations of the department are met.
Customer service and support departments are very critical for the success of any business. Since customer service and support managers dictate the way representatives communicate with and assist customers, it is very important to come up with a plan in place on how o train and develop quality managers for your company.
Customer Service Managers
Customer service managers work proactively by leading their representatives to solve customer problems before they even realize they exist. To do this, these managers organize their reps in teams based on the function to be handled. They determine the channels reps should be working on, be it email, phone, and chat, and work to create collaborations with other stakeholders. Customer service managers oversee the teams of customer service reps and will only have time to speak with the customer directly if the rep escalates an issue.
Customer Support Managers
Customer support managers work reactively by leading representatives to resolve customer inquiries via different methods and modes of communication such as phone, social media, email, and chat. Support representatives are typically the first point of contact your customer will have with your company’s customer service team. Customer support managers oversee teams of customer support reps and similar to customer service managers, they will typically only speak directly with the customer if a rep escalates an issue.
There are several sets of skills required to become a successful customer service manager. These managers oversee teams of representatives who respond to inquiries and resolve any issue a customer may have. They are good motivators and lead their teams of reps. In most times, they remain patient in all customer-facing scenarios and know company products in and out.
They are great communicators in that they must be able to communicate with their reps to ensure all customers are well taken care of in a professional manner that meets the company’s standard. They have a high level of patience. They are always patient while teaching their reps how to reach different resolutions for their customers.
They are good problem solvers. They have to find a way to resolve every customer issue and answer different inquiries every day in the most efficient manner.